What challenges did Alabama Department of Revenue face before AI implementation?

Modernize aging contact center systems under tight budgets and seasonal call surges. Reduce manual handling and outages while improving scalability, resilience, and consistency for taxpayer support.

What was the impact of the AI solution?

ALDOR increased capacity from 150 to 2,000 calls per day during peak season, cut average call time from 20 minutes to 3 minutes, eliminated wait times, and recovered an additional $1.5M monthly. Wisconsin DOR achieved 66% cost savings, no system outages in the first year, reduced hold times, and improved QA/onboarding.

Source

Alabama Department of Revenue and Wisconsin Department of Revenue modernize contact centers with Amazon Connect and Amazon Q in Connect

Use case typeContact center modernizationUpdated Jun 13, 2026

State tax agencies modernized legacy contact centers to handle seasonal surges, reduce manual work, and improve resilience for sensitive taxpayer inquiries. ALDOR deployed an AI-enabled IVR in eight days; Wisconsin DOR launched a modernized Amazon Connect contact center in under four months and added Contact Lens and Amazon Q in Connect for analytics and source-cited answers.

Organization: Alabama Department of Revenue
Industry: Public Sector
Location: United States
Published: November 2025

Reported outcomes

−66%

timeTime & speed

20 minutestime3 minutestime

Strategic outcomes

Speed & agilityDeployed AI-enabled IVR rapidlyScale & capacityExpanded contact center handling capacityCustomer experience & trustEliminated wait times for taxpayersRisk & complianceImproved resilience with no outages

Catalog median for time & speed deployments: −60% across 727 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 4

1Contact Center Modernization
2Customer Service Automation
3Agent Assist

Modernize aging contact center systems under tight budgets and seasonal call surges.
Reduce manual handling and outages while improving scalability, resilience, and consistency for taxpayer support.

Amazon Connect with AI-powered IVR automation.
Amazon Q in Connect for source-cited answers from knowledge bases.
Amazon Connect Contact Lens for call analytics, sentiment analysis, and automated summaries.
AWS Professional Services support and AWS infrastructure for deployment.

Technologies

Amazon Connect Amazon Q in Connect Amazon Connect Contact Lens Amazon Polly AWS Lambda

ALDOR increased capacity from 150 to 2,000 calls per day during peak season, cut average call time from 20 minutes to 3 minutes, eliminated wait times, and recovered an additional $1.5M monthly.
Wisconsin DOR achieved 66% cost savings, no system outages in the first year, reduced hold times, and improved QA/onboarding.

Architecture

ALDOR implemented a new AI-powered IVR on AWS to automate call handling. Wisconsin DOR deployed a modern contact center on Amazon Connect, using Contact Lens for analytics, sentiment analysis, and automated summaries, and Amazon Q in Connect to answer agent questions from knowledge bases with citations. AWS Professional Services and an implementation partner supported deployment.

Implementation partners2

AWS Professional Services ScaleCapacity

Sources & evidence1

Groundedness: 5/5Type: Blog PostPublished: Nov 18, 2025Publisher: AWSEvidence: VendorConfidence: Medium

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Customer evidence